Tatyana Graham
Athens,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Porch
Remote
03.2020 - 09.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Call Center Supervisor
Comcast
Remote
03.2021 - 04.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Collaborated with training team to boost product support and certification training initiatives.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Store Manager
Best Buy Inc
Atlanta, GA
05.2015 - 05.2020
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
Store Supervisor
Footlocker.com Inc.
Atlanta, GA
07.2011 - 06.2019
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Supervised daily operations by directing customer service, inventory and sales operations.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Maintained customer satisfaction with quick and professional handling of product returns.
Education
Associate of Arts -
South University
Savannah, GA05.2016
High School Diploma -
Redan High School
Stone Mountain, GA05.2011
Skills
- Scheduling
- Product Knowledge
- Consultative Sales
- Complaint Resolution
- Data Entry
- Paperwork Processing
- Call Management
- Information Security
- Service Standard Compliance
- Promotional Support
Timeline
Call Center Supervisor
Comcast
03.2021 - 04.2023
Customer Service Representative
Porch
03.2020 - 09.2023
Store Manager
Best Buy Inc
05.2015 - 05.2020
Store Supervisor
Footlocker.com Inc.
07.2011 - 06.2019
Associate of Arts -
South University
High School Diploma -
Redan High School
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